Customer Service
Find out how pet insurance companies treat their customers. These reviews highlight the quality of support, communication, responsiveness, and how well companies resolve issues for pet owners.
76,990 total
Other Categories
Slow pay and eager to blame pre-existing conditions
I've been a customer of Pets Best for over 10 years and have insured eight cats with them over those years. In the beginning, they were easy to work with. I'd submit a claim via mail (that's how long ago we started with them) and would receive the agreed upon reimbursement within the SLA. As time went on, though, there was a shift. Unless a claim was for an insignificant amount or easily denied, it would take longer and longer to process. I would receive emails apologizing for the delay, claiming a heavier than normal work load. But this would only occur when I submitted a claim for more than a token amount (say, less than $200). This review has been a long time coming. I kept hoping that was I was experincing was a fluke or a one-off. That doesn't seem to be the case. In the span of a few weeks, I have an example of each of the reasons I am not happy with their current level of service. We have a two-year old cat named Yelena. When we adopted her, we knew she had food allergies. So, when we signed her up for Pets Best, we listed food allergies as a pre-existing condition. I fully expected anything that came up with Yelena's health that dealt with food allergies would not be covered. That makes perfect and complete sense. We knew going in she had food allergies, so we wouldn't expect Pets Best to cover it. She's also apparently accident prone. On August 23 the bit her tongue so we took her to the vet. On the 25th, she had to have sutures because the laceration was not healing. I submitted the claim on the 26th. On the 30th the claim was set to pending vet records. I talked to my vet on the 31st and they confirmed they sent the requested records. The claim remained unchanged in Pets Best's system. I contacted them via their portal around Sep 6 about the vet records. They confirmed they had the vet records. It wasn't until the 17th of September that they finally completed the claim. They did submit the agreed upon amount for reimbursement. Then, late on September 7th, Yelena started vomiting. By the next morning, she was leaking blood from her rectum so we ran her to the vet. She went through a battery of tests and was prescribed several medications. Yelena didn't eat over the weekend, which we expected because of all the vomiting. However, when she wasn't eating by Tuesday we were increasingly nervous. We took her in to the vet on Thursday (they're closed Wednesdays). They performed a barium series and other diagnostics. She began eating on Friday the 14th and has begun making a slow recovery. Our vet said that she most likely had a severe bacterial infection. She suspected Clostridium sp. I was submitting the claims for these procedures as we went, but based on my recent experience wasn't expecting an explanation of benefits for a month. However, they turned this one around fast. They denied everything claiming it was tied to her pre-existing food allergy. Yes, food allergies affect the gut. But , so do other things. Our vet did not think this was related to food allergies, instead it was a bacterial infection.
Insurer: Pets Best
By: Chad
Exceptional company! True pet lovers and excellent people!
I adore Trupanion! They are utterly amazing!
Insurer: Trupanion
By: Mary
Excellent customer service
I investigated several pet insurance companies before deciding on Embrace based upon their coverage and reasonable rates. However, the customer service really deserves special notice. My e-mail queries have all been answered (thoroughly) within a few hours, claims are quickly resolved once the paperwork as been received on their end, and phone conversations are professional, polite and caring. I was skeptical about per insurance as I'd heard mixed reviews (and some horror stories), bit my skepticism has been changed into that of a happy customer. Truthfully, it's comforting to have coverage with this company when one's pet is ill and/or recuperating. Thank you, Embrace!
Insurer: Embrace
By: Anne
No claim. Just good service since my dog 🐶 documents were lost when our home burned down
Fortunately I have had no need to make a claim with Trupanion. Muffy is 3 years plus young and very healthy. When our home burned down in September of last year the majority of our paperwork and contracts were lost. I called and requested new paperwork and assume they are being mailed out. CJ was very sympathetic and helpful
Insurer: Trupanion
By: Barbara
Checking in with us
Thanks for checking in on my Hershey. Had he been ill that would have been very nice. My visit to the vet was for a healthy check and vaccinations. No issues found- happily. The outreach is a nice touch.
Insurer: Nationwide
By: Debg
The best pet insurance by far
I can’t say enough about this great company I’ve had all very positive . Filling out claims live chat speedy reimbursement I can’t ask for anymore than that..thank you for taking good care of my very loved jack Russell ...Jacki Jax’s
Insurer: Pets Best
By: The
Straightforward, fast processing, no arguments or hassles, empathetic
Healthy Paws services have been so outstanding that I am taking the time to write this review. Having a beloved pet that goes through a traumatic illness, is saved by surgery, and then six months later has the same thing and has to be put down is really difficult, but Healthy Paws at least made the pain of filing claims as easy as possible. The coverage is straightforward with no hidden gotchas, no arguments, and no stalling. Both the first claim in January and the second for the same issue in July were processed promptly. They worked directly with the clinic to get the medical records they needed with little to no bothering me and I had reimbursement checks within two weeks. I was surprised and touched to receive a condolence card in the mail with six personalized messages from staff members. This is a great company and I highly recommend.
Insurer: Healthy Paws
By: Elisabeth
claim review very slow
I am pleased with our coverage of Nicholas. However, no claims for Sophie have been processed. I received request for one year records for Sophie, which I provided. This last week, we got a letter stating that an additional 30 days was needed, which was very disappointing.
Insurer: Nationwide
By: vickie